Customer Service Independent Consultant

Drew Kratz

*************@*****.*** • 310-***-****

http://linkedin.com/in/drew-kratz-b8b9b31 • Yorba Linda, CA

Profit-driven, customer-focused business executive with a solid proven of 15+ years of successful background in sales, financial performance, staff supervision, and daily business operations. A dedicated and focused individual with demonstrated expertise in prioritizing, completing multiple tasks simultaneously, and following through to achieve project goals. Exceptional skills in generating new accounts by implementing effective networking and content marketing strategies. Proactively maintaining up-to-date knowledge of the industry, target accounts, and competitive landscape. Exceptional at motivating sales & marketing representatives to achieve optimal performance by implementing strategies, programs, leading, and coaching. Experience and skill in marketing media channels of video production (producing & directing), creating marketing print materials to enhance and support its vision effectively. Developed & implemented ICARE, a foundation of teamwork synergy and customer service.

Areas of Expertise:

New Business Development • Business Strategy • Brand Marketing

Customer Service • Sales Management •. Sales & Marketing Training

Video & Print Production • Process Improvement • Vendor Management

Accomplishments:

In 2008, the Sales & Marketing Department was restructured after Mariner Health Central’s bankruptcy in 2005. The first year after my employment, the company made a net profit of approximately $4M; every year after, an additional $2.5M from its previous. year. From 2008 through 2013, the company made a net profit of approximately $59M from the eleven facilities (2008-2010), then down to nine facilities during 2011- 2013 under my directions.

In 2015, Mariner Health Central acquired/managed Village Square Healthcare Center, a skilled nursing facility in N. San Diego never made a profit until 2020, when I oversaw the operations for the Sales and Marketing department. Due to the increase in Medicare patient census, and not from the Medicare Covid Waiver program.

Founder/President Impacting Hearts Foundation is a 501(c)3, 100% non-profit organization serving foster youths. Recognized as “Best Partnership Organization, in Making a Difference” by The Department of Children & Family Services, Los Angeles, in 2010. This was a volunteer position, and all proceeds went directly to the program..

Career Experiences:

Optometric Center of Santa Monica, Santa Monica, CA 12/2021 – Current

Marketing Consultant – Contract Position

Developing new strategic strategies to bring in new clients by working with the local community college and new residents in Santa Monica.

Structuring a new program concierge service program for current and new patients.

Produced fresh content to supplement existing promotional and campaign inventory.

Currently developing new marketing materials.

Mariner Health Central, Los Angeles County/Coachella Valley/San Diego, CA 10/2019 – 10/2021

Regional Director of Business Development *[Employed with MHC from 2008 – 2013] (see below)

Responsible and overseeing the operations of the Sales and Marketing Department of its nine facilities, with a staff of seventeen that reports to me. Hired, trained, coached, and led the team very successfully. Collaborate internally with risk management, operations, and legal to meet compliance protocols. Assembled quarterly group training for the D.B.D, establishing brand awareness at each facility. Identified sales/marketing channels to set strategic marketing strategies.

Member of the senior leadership team that helps guide the governance of the operation.

Responsible for the F-Tags of Admissions, Social Services, and Activities of annual Mock Surveys for nine facilities.

Restructured the Business Development Department with strategies that increased the Medicare census from 20% to 25% from previous years - 2014 through September 2019.

Restructured ICARE, Customer Service/Employee Appreciation program

Strategically hired physicians to fill positions of Medical Director, Associate Medical Director, and Quality Assurance Medical Director of Mariner's facilities.

Successfully recruited LVNs & CNAs – By innovating outside-the-box method. Saved the company thousands of dollars by decreasing its usage from Registry companies.

Creating Census Budgets for Southern California facilities.

Managing the P&L for the Sales & Marketing Department.

Created: Website, videos for ICARE; Mariner’s Customer Service Program & company’s promotional marketing videos, Reputation Awareness Management.

Relocated to Virginia - Took time off to pursue and finish my education in Bachelor of Science in Business Administration Management, Strategic Marketing Management. 2016 – 2019

Global Healthcare, Howell, NJ Laid off due to its cease of SNF operations 08/2016 – 11/2016

Regional Director of Business Development

Executed strategic plans to accommodate each facility’s goals and identified opportunities with its local acute hospitals. Taught the marketing team (Seven Directors of Business Development and seven Admissions staff) a different marketing strategy method that resulted in key physicians supporting the facilities.

Planned and implemented strategies to cultivate professional relationships with the acute hospitals, skilled home health,

and assisted living facilities; improved average daily census and enhanced Medicare/HMO insurance patients by 15% - 35%, (Each facility’s percentage varied from one to another)

Structured a Reputation Awareness Management with three of the facilities.

Implementation for Customer Service program.

1099 Independent Consultant, Los Angeles, CA 12/2013 - 07/2016 Marketing Consultant for: Skilled Nursing, Home Health, Optometry

Facilitated training for all aspects of client communication strategies including lead generation, follow-up, and “closing.” Cultivated relationships with business managers and owners to uncover business marketing needs. Identified segments for growth potential, cause-related marketing opportunities for increasing brand awareness, and media partnerships for desired demographic reach. Liaised with internal, cross-functional teams to disseminate project information, and ensure primary teams have the resources they need for strategy implementation. A list of clients will be provided by request.

Independent Filmmaker, Los Angeles, CA 12/2013 – 07/2016

Producer/Director/Writer for short films & Corporate Videos

Mariner Health Central: Videos of its Marketing campaign/Internal Customer Service/Banquet Recognition/ICARE

Family of One Morning Calm Productions 2014

Broadview Residential Center Website Video 2015

Who’s Big Daddy Morning Calm Productions 2016

Mariner Health Central, Los Angeles/Coachella Valley/Sacramento/San Rafael, CA 01/2008 – 11/2013

Regional Director of Business Development

The extraordinary success of financial revenues and census growth was due to creating a new structure for the Business Development Department. Overseeing the operations for all Sales & Marketing for Southern California for eleven facilities. Hired, trained, coached, and led a team of eighteen staff who reported directly to me. Created and structured the fundamental business development strategies, the ‘Four Corners of Business Development’ tied in with ICARE, a Customer Patient Services program for all Southern California Mariner’s facilities (that I created) by engaging in discussions with the C.O.Os and other key decision-makers at the local acute hospitals and by reaching out to skilled home health agencies and assisted living facilities to partner with Mariner’s facilities. From these structures and strategies, the company thrived tremendously well. Able to provide this successful proven track record of its financial revenues and patient census data.

Increased company census and made approximately $4M in net profit in the first year and brought in an additional $2.5M than the previous year. From 2008 through 2013, MHC made a net profit of approximately $59M from the eleven facilities under my leadership.

Structured the company’s customer service/Employee Appreciation program; ICARE.

Constructed successful partnerships with acute hospitals and long-term acute healthcare centers by establishing key

relationships with the C.E.O. & C.O.O. and reduced 30-day readmission rates by 40% - 55%.

In 2009, created/developed a strategy working with skilled home health to reduce the 30-day return to hospitals in-line with Accountable Care Organization (A.C.O.) I brought this marketing concept to post-care. Was never done before.

Facilitated and negotiated with I.P.S and H.M.O. contracts.

Additional Work Experience:

Impacting Hearts Foundation, Torrance/Los Angeles, CA 2006 –2012

Founder/President/Volunteer

501(c)3 Non-Profit organization mentoring foster youths. Led the operations that included fundraising & sponsor events.

Best Care Skilled Home Health, Santa Monica, CA 2005 – 2007

Director of Business Development

California CareSource Home Health/Express Medical (under one umbrella) Beverly Hills, CA 2003 - 2005

Director of Business Development

Education

Bachelor of Science in Business Administration; Strategic Marketing Management

Liberty University, Lynchburg, VA

American Film Institute (AFI)

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